Help center

smartQueue is a controlled automation platform for customer support and internal processes. It answers emails and website chats using your approved answers, follows your rules and guardrails, and escalates anything sensitive to a human — so you automate the repetitive work without risking a wrong answer.

A generic chatbot generates free-form answers and can invent policy. smartQueue only sends answers that match your approved library, follows per-customer guardrails, and escalates to a human when there's no safe match. Every reply is auditable.

Customer support is its strongest use case, but smartQueue is a safe automation engine. The same approved-answer logic, classification, and guardrails can automate internal processes too — document review, information-based routing, and repetitive HR, IT, or operations requests. See Solutions.

No. smartQueue handles repetitive, well-understood requests so your team can focus on the conversations that need judgment. It's a force multiplier, not a replacement — and a human always handles anything sensitive.

Most teams reach a pilot-ready setup in about 14 days: connect channels, load approved answers and guardrails, validate in Test Mode, then turn on automation.

smartQueue covers website chat and email out of the box, and integrates with ticket systems including Freshdesk, Salesforce, and ServiceNow. New integrations are added based on customer needs.

Yes. smartQueue detects the customer's language automatically and replies in it across both chat and email. Add approved replies in the languages you support.

By default smartQueue replies automatically using your approved answers, and can follow up with the customer up to two times to resolve the request or collect missing information. If you'd rather review first, SmartHub offers an optional draft-and-approve mode where an agent approves each reply before it's sent.

No. If there's no approved, safe answer for a request — especially anything billing-, account-, or cancellation-related — smartQueue routes it to your team instead of guessing.

Sensitive, incomplete, or out-of-policy cases are automatically escalated for human review. You decide which categories always require a person, and the AI respects those rules.

Approved replies are the answers smartQueue is allowed to send. In the Client Portal (or Chat portal), open Approved Replies, add a Case Name, Folder, and the Answer, then save. smartQueue only sends answers grounded in this library. See the Client Portal guide.

Workflow rules are plain-language rules smartQueue checks before replying — for example, always escalate a topic, send a fixed template, or hold for review. You manage them in the portal under Workflow Rules.

Open the Chat portal's Widget section, copy the embed snippet, and paste it just before the closing </body> tag on your site. Add your domain under Allowed domains, then reload. Full steps in the SmartQueue Chat guide.

Check that the embed snippet is on the page before </body>, that your domain is listed under Allowed domains, and hard-refresh to clear the cache. Script-blocking browser extensions can also hide it.

Yes — the widget detects the visitor's language and replies in it. Make sure you have approved replies covering the languages you support.

Visitors can ask for a human, and the bot escalates automatically for sensitive or unknown topics. Escalated chats appear in the Conversations inbox for an agent to take over.

Usually there's no approved reply for that topic (add one), billing is inactive, or a workflow rule is forcing escalation. Review your approved replies and rules in the Chat portal.

SmartHub is the optional human-in-the-loop workspace. Use it to review and approve AI replies before sending, and to handle escalated or sensitive cases. smartQueue can also answer automatically without it. See the SmartHub guide.

Open the case, select Generate answer with AI, review and edit the draft for accuracy and tone, then resolve or approve to send. Always read the latest customer message first.

Usually the AI budget is disabled or exhausted, the case isn't an email case, or the AI runtime is in a hold/review state. An administrator can update the budget; you can still review cases manually.

Clear the filters, set status to All and the time frame to All time, and confirm you're in the correct queue. The inbox always respects the active filters.

It may be metadata-only — the original bytes weren't stored. Restore the file if you have the original, or ask an admin to inspect the inbound import.

In Reports, set your filters (period, queue, status, tag, and more) and use Export Excel/CSV. You need Reports access (Supervisor or Admin).

In the Client Portal open Ticket Systems, enable your system (Freshdesk, Salesforce, or ServiceNow), choose a mode, and save credentials under Secure Connection. Keep only one system active at a time. See the Client Portal guide.

Test Mode validates behavior without sending real replies. Live Mode sends replies to customers. Internal Review Only drafts replies but never auto-sends. Start in Test Mode, then switch to Live when you're confident.

Complete the Workspace Setup checklist, load your approved replies, validate everything in Test Mode, then switch your ticket system to Live Mode.

Enter them under Secure Connection — smartQueue encrypts secrets on save and never displays them again. Leave a field blank to keep the currently saved value unchanged.

Your data is isolated per organization with strict multi-tenant separation, sensitive data is encrypted per organization, and every action is recorded in audit logs. Security is reviewed before each release.

Yes. Each organization's data is strictly separated, with per-organization encryption, so one customer can never see another's data.

No. Your data is used to operate your own automation, not to train shared models.

Your data remains yours. On cancellation it can be exported and then removed according to our data-handling process. Contact us for the specifics for your account.

You pay for tickets handled, not seats — Starter covers 500 tickets/month at USD 500, Growth covers 2,500 at USD 1,000, and extra volume is USD 0.40 per ticket. No implementation fee in your launch year. See Pricing.

A ticket is any automated interaction — a customer email or chat request, or an internal task handled by smartQueue.

There's no implementation fee during your launch year. After that, onboarding for new workspaces is quoted based on scope.

Above your plan's included volume, extra tickets are billed at the per-ticket rate (USD 0.40 above 2,500/month). We'll help you pick the plan that fits your volume.

Confirm your email and password, that your organization and user account are active, and that billing/access is current. An administrator can check your status. Use "Forgot your password?" to reset.

Confirm you saved and that you're in the correct organization, then reload — cached pages (and embedded widgets) can show old configuration until refreshed.

Check that your ticket system is connected and in the right mode, billing is active, approved replies exist for the topic, and that no workflow or ignore rule is blocking the sender.

"Pending" is a ticket lifecycle state, not a delivery failure. Confirm the sender mailbox is connected (for Google, reconnected with send permission) and check the delivery status. If it persists, contact us at info@smartq.ca.

Email info@smartq.ca or book a demo and we'll help you directly.